Steve McKenna, Lloyds Bank

Transcription

1 Deloitte Shared Services, GBS & BPO Conference Plenary 6: Lloyds Bank Driving value in a shared services centre environment through robotics, analytics and a service excellence program Steve McKenna, Lloyds Bank September 2016 Lisbon, Portugal #DeloitteSharedServices

2 LBG: WHO WE ARE Lloyds Banking Group is made up of many strong, recognisable brands, operating through a multi channel network of branches, telephony and online

3 HELPING BRITAIN PROSPER A CLEAR PURPOSE Core to our strategy People, Businesses and Communities Our Values

4 FINANCE IN LBG Finance plays a significant role in supporting the operations of Lloyds Banking Group LBG Finance consists of c3,000 Colleagues spread across four main hubs Finance Strategy is at the heart of the LBG Group Strategy, securing and building the financial strength and performance of the Bank

5 FBS: WHO WE ARE The Finance Business Services team (FBS) is Finance s only cross-divisional shared services centre 13% of LBG Finance 400 FTE providing Finance Shared Services to all Finance Divisions Simplifying processes Reducing cost, driving efficiency Enabling our Business Partners

6 FBS: OUR JOURNEY SO FAR The team has grown and evolved in the last four years and we have worked hard to change perceptions and provide value to Finance We were seen as a factory from Factory 2013 Engagement wasn t fantastic 2014 Our customers didn t buy into centralisation to Innovation centre How?... Culture Our way of working - Service Excellence Innovation - Robotics

7 OUR JOURNEY: CULTURE MADE THE DIFFERENCE By focusing on culture and investing time in our people we have become a part of the business that others are keen to join Challenge Empowerment Agile Compressed Hours Feedback Colours Job sharing Technology The BOX! Toolkits

8 OUR JOURNEY: CULTURE MADE THE DIFFERENCE We give our people a say in the team that they are part of Our initiatives empower Colleagues, giving them a chance to develop, identify opportunities for improvements whilst having fun!

9 OUR JOURNEY: FOCUS ON SERVICE EXCELLENCE Service Excellence is a way of working that we have adopted in LBG Finance with FBS leading the way Early scepticism now we work to sustain Initially adopted in FBS to generate capacity savings now a way of working Used to engage teams, focus on priorities, ensure we are spreading workload effectively Mood? Capacity?

10 OUR JOURNEY: FOCUS ON ROBOTICS We had a bumpy start to our Robotics journey and learnt a lot from it Not Ready.. Set.. Go...! We played a poor hand poorly Attended Wrong product Costly Waterfall No value Colleagues demotivated Established RPA in LBG - leading the way Unattended! Deloitte networks UiPath IT Engagement Low cost Colleagues felt the value Build an RPA capability Virtual infrastructure Commercials Opportunity Assessments Operating Model Communications Strategy Funding

11 Increasing Increasing OUR JOURNEY: CHANGING PERCEPTIONS From scepticism to success and at the heart of the Finance strategy FBS is seen as a place where colleagues want to work 2013 Colleague Engagement 2014 Line Manager Index Robotics doing the legwork FBS is seen as a driver of thought & innovation FBS at the centre of Finance Strategy 25%..of LBG Finance in FBS

12 THANK YOU

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